What is it?

Fully compliant Voice Assurance with automated, proactive risk detection to ensure communication accuracy, quality, and usability, preventing lost or unusable calls.

• Proactive Risk Detection
  • Daily email alert notifications when important criteria are not met
• Data Matching
  • Validates all expected users are being recorded and verifying data accuracy
• Call Matching (CDR Reconciliation)
  • Telephony and Turret systems to recorder comparisons
• Quality Scoring
  • Voice recording file quality score for every communication throughout the day
• Dashboards
  • Comprehensive reports, with intuitive drill-down capabilities that allow you to explore detailed insights
• Automated Collection
  • Technology agnostic collection from diverse sources, including telephony systems, voice trading platforms, voice recording systems, and modern cloud communication tools

How does it work?

The Citycom Communications & Voice Assurance adapter for Verint Financial Compliance alerts you of any missing, incomplete, inaccurate or unusable communications data with the ability to drill down using our intuitive dashboards.

What is required to work?

To implement the Citycom Communications & Voice Assurance adapter for Verint Financial Compliance the customer needs to have an active Citycom Communications Assurance subscription, connection via API to VFC, or another form of connection to the source communication platform.

The Citycom Communications & Voice Assurance adapter for Verint Financial Compliance works on both VFC in the cloud, as well as on premise deployments.

What are the Benefits of using it?

• Proactive Risk Detection across your entire Voice Communications Estate, providing you with Fully Compliant Voice Assurance that ensures complete compliance with regulatory standards, including CFTC Title 17.
• Single Voice Assurance system across all telephony and recording vendors, delivering an efficient and effective single-source solution that reduces management costs.
• Proactive notifications (PRD) on missing calls and key data elements, providing insight into only issues that need focus and remediation, thus reducing cost and risk.
• Combining Regulated User Recording Validation, CDR Reconciliation and Voice Quality Scoring in a single, near real-time dashboard that provides solutions to numerous use case operational requirements reducing risk and reducing cost.
• Processing is conducted on the actual original compliant voice recording files providing evidence of compliance. No synthetic call/tone testing.
• Independent validation is completed since we are not aligned to a telephony, trading or recording vendor. We are therefore not marking our own homework.
• Unique IP developed over 10+ years and testing millions of voice calls. Our unique algorithms, matching mapping, and quality scores were developed in collaboration with the University of Madrid to provide a benchmark for ‘what good looks like’ as an audio recording file.
• Our platform is proven over the last 7 years processing millions of voice records as an aid for top 4 consulting firms advisory projects, cleanse data during migration projects and daily voice assurance alerts and dashboards.
• By filtering data, we reduce storage costs, identify golden sources of data for further business intelligence analysis, such as surveillance, conduct risk, and legal review.
• A trustworthy foundation for voice communications data. Data can be used to confidently digitise, analyse and identify events of interest all delivered via ARC platform.
• Fully automated, cost-effectiveness, efficient deployments, delivered via a SaaS model that eliminates the need for costly professional services. Our pricing is significantly less than the rest.
• Cloud native architecture providing flexibility and scalability.

Why would you use our Voice Assurance Solution

1. How do you currently achieve these:
   1. Are you confident that your daily recordings meet record keeping compliance standards?
   2. Is your voice recording system operating to compliance standards across ALL daily telephony interactions and recordings?
   3. How can you ensure the quality of your recordings are of the required standard for either record keeping regulations or so they can be used for surveillance, compliance and legal monitoring?
   4. How can you effectively identify which files are relevant, necessary and usable for other business uses?
2. Would you like to reduce your cost to assure your compliant voice systems and processes?
3. Would you like to remove the manual interventions of walk the floor testing and manual QA checks?

Voice Assurance Background

Voice recording accuracy and quality is impacted by a variety of challenges, including legacy technologies, setup configurations, ongoing changes, management control, upgrades, and data inputs, among others.

However, there are compelling reasons within your organization to ensure the integrity and reliability of your voice recordings:

• Ensuring that your voice recordings are compliant with regulatory requirements, stored in a usable format, and readily accessible
• Automate and quickly identify any technology malfunctions that could compromise your ability to meet voice recording regulations so you can remediate issues
• Daily automated proactive monitoring (PRD) of voice recording accuracy and quality

Identifying and retaining the appropriate and relevant recordings while improving the accuracy of transcriptions by identifying recordings that are suitable for transcription